SmartAction

APRIL 24, 2019

This is the second of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Read Part 1 here >> Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice. We don’t want to automate that yet.”).

Virtual Agent 47

Virtual Agent Self service Best practices Chatbots 47

Inbenta

OCTOBER 30, 2024

This article discusses 11 powerful applications of NLP, including automated translation to accurately convey meaning, sentiment analysis for understanding customer intent, and virtual chatbots for better customer interactions. Virtual agents and chatbots Thanks to NLP technology, chatbots have become more human-like. 

Healthcare 52

Healthcare Chatbots Virtual Agent Banking 52

Creative Virtual

JULY 10, 2020

There have been lots of discussions, articles and analyst deep dives into companies’ digital transformations being driven or accelerated by the COVID-19 pandemic and the associated shutdowns and mitigation efforts. In fact, our very first enterprise customer was a large financial services group – and they are still a customer today!

Virtual Agent 52

Virtual Agent Banking Self service Government 52

DMG Consulting

MARCH 31, 2022

Give Customers What They Want: Great Self-Service. View this article on the publisher’s website. Delivering an outstanding customer experience (CX) is a top goal for companies, as it is an essential and measurable differentiator between otherwise commoditized products and services. Donna Fluss.

Self service 54

Self service Interactive Voice Response Virtual Agent Government 54

DMG Consulting

AUGUST 16, 2022

IVAs: Self-Service Solutions that Work. View this article on the publisher’s website. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. August 4, 2022 By Donna Fluss. It’s Time to Transition from IVR to IVA.

Self service 48

Self service Interactive Voice Response Virtual Agent Contact Center 48

DMG Consulting

JUNE 27, 2022

Making the Case for an Intelligent Virtual Agent. View this article on the publisher’s website. Self-service has become the preferred form of customer support for many consumers, so long as it works. The post Making the Case for an Intelligent Virtual Agent appeared first on DMG Consulting.

Virtual Agent 48

Virtual Agent Interactive Voice Response Self service Average Handle Time 48

SmartAction

APRIL 4, 2023

In a March 15, 2023 article – “ How Siri, Alexa and Google Assistant Lost the A.I. Virtual agents have now achieved Complex Voice capabilities. When you call your bank, the virtual agentcan answer the question, “What are my refinance options?” Conversational AI represents the future of voice assistants. Don’t believe us?

Virtual Agent 89

Virtual Agent Chatbots Self service Banking 89

SmartAction

NOVEMBER 22, 2023

In this article, we’ll explore why you should implement voice-driven AI in your call center, and provide tips for contact center managers when implementing this technology. Conversational AI helps them out of what seems to be an endless cycle of button pressing and voice prompts to connect them immediately with a virtual agent.

Contact Center 91

Contact Center Interactive Voice Response Virtual Agent Management 91

Comm100

DECEMBER 16, 2024

Understanding Customer Service Automation Customer service automation is the use of technology to simplify and improve how businesses assist their customers. Another key feature of customer service automation is self-service options. Request a demo today Request Demo 3.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

3CLogic

APRIL 20, 2021

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. The question is no longer should I adopt voice self-service for my contact center?

Self service 52

Self service Interactive Voice Response Call flow Contact Center 52

Interactions

JUNE 25, 2020

This recent article from the Wall Street Journal explained some consumers’ plight as they tried to contact some famous brands after their purchases and got stuck in the hold time void. . Without automation and self-service, every customer requires an agent’s help to resolve their query. Virtual Agents can help.

Virtual Agent 71

Virtual Agent Journey mapping Self service Contact Center 71

Kayako

SEPTEMBER 17, 2015

A Frequently Asked Question section (FAQs) is without a doubt the most commonly used tool in self-service. But now for some things you may not know: Have you ever thought that your FAQs may be hurting your self-service? This scenario also affected virtual agents, devaluing their ROI). Final 5 on FAQS.

Self service 95

Self service Virtual Agent Best practices Education 95

Uniphore

JANUARY 21, 2022

Conversational AI and automation can solve many self-service woes. AI-powered intelligent virtual agents (IVRs) make it easier for members to update their policies, schedule routine healthcare and ensure appointments are made. Download the Article.

Healthcare 98

Healthcare Virtual Agent Interactive Voice Response Self service 98

SmartAction

OCTOBER 26, 2023

This article explores how the last three years have ushered in a new era for healthcare IVR systems and contact centers, fundamentally altering patient engagement and service delivery. Importantly, patients gain swift access to information and self-service options whenever they need assistance.

Healthcare 69

Healthcare Interactive Voice Response Virtual Agent Self service 69

UJET

MARCH 22, 2021

We won’t just guide them to the right agent: We’ll guide them to the right channel. We’ll guide them to answers for more self-servicing and deflection. Providing a means of self-service. Gathering contextual information for the agent. Conversational AI & Virtual Agents.

Interactive Voice Response 82

Interactive Voice Response Virtual Agent Contact Center Self service 82

GetFeedback

APRIL 17, 2019

Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. In this article, we’ll discuss the key four reasons why some customers prefer to suffer silently and then leave you for your competitors. Creating a self-service customer portal helps to avoid such situations.

Customer Service 102

Customer Service CRM Self service Gamification 102

SmartAction

NOVEMBER 1, 2023

When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Our virtual agents can solve 80% to 90% of customer problems.

Contact Center 66

Contact Center Virtual Agent Interactive Voice Response Chatbots 66

Creative Virtual

JULY 21, 2022

Recently I was invited to contribute an article to the Collaboration Journal, a quarterly publication from the Collaboration Network, as a guest columnist. The Journal always features a variety of thought leadership articles focused on achieving better outcomes for customers and employees. By Chris Ezekiel, Founder & CEO.

Virtual Agent 52

Virtual Agent Self service Chatbots Technology 52

SmartAction

OCTOBER 25, 2023

Speed, simplicity, and the ability to express their needs fluently without the hassles of navigating chatbots or sifting through help articles. Personalization : A staggering 72% of consumers expect customer service to recognize their identity and purchasing history.

Interactive Voice Response 91

Interactive Voice Response Customer Service Virtual Agent Self service 91

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. AI Streamlines Agent Training.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

CSM Magazine

JULY 24, 2015

Today, customers receive support using a variety of channels, including phone, email, social media, video, self-service portals and chat forums. This strategy, called omni-channel support, gives customers access to the same channels as before, including phone, email, self-service portals, chat, etc.,

Omni-channel support 79

Omni-channel support Multichannel Self service Virtual Agent 79

Fonolo

FEBRUARY 6, 2019

In general, we say that a transaction was “contained” if it was completed entirely through self-service and didn’t require an agent. Now back to the NY Times article by Thomas Friedman. Yet, data continues to show increases in the number of agents, rather than a decrease. Why Containment Rate Matters.

Virtual Agent 62

Virtual Agent Chatbots Gamification Contact Center 62

aircall

DECEMBER 30, 2016

A virtual call center will also allow your team to work remotely. Virtual agents can be hugely advantageous to a call center especially a fledgling one. This subject warranted an article of its own, so here is a more detailed guide on the subject of choosing the right business phone system. Alternative service channels.

Call Center 97

Call Center Virtual Agent virtual call center CRM 97

Talkdesk

MARCH 24, 2020

An increasing number of customers prefer to use self-service channels to get their questions answered, and they want that information delivered in a truly personalized way. Knowledge base admins realize the same benefits from an AI-powered solution.

Average Handle Time 57

Average Handle Time Self service First call resolution Virtual Agent 57

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

Virtual Agent 59

Virtual Agent Self service Banking Chatbots 59

Creative Virtual

MAY 13, 2021

Within many companies, the digital customer service experience has evolved slowly and separately from other pieces of the support puzzle, such as the contact centre. For many years, when having a static set of FAQs on a website was enough for online self-service, organisations could get away with that siloed approach.

Virtual Agent 52

Virtual Agent Self service Telecommunications APIs 52

UJET

NOVEMBER 3, 2020

AI solves this problem by routing customers to the ideal customer service solutions quickly. A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. AI Streamlines Agent Training.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

aircall

DECEMBER 30, 2016

A virtual call center will also allow your team to work remotely. Virtual agents can be hugely advantageous to a call center especially a fledgling one. This subject warranted an article of its own, so here is a more detailed guide on the subject of choosing the right business phone system. Alternative service channels.

Call Center 88

Call Center Virtual Agent virtual call center CRM 88

DMG Consulting

OCTOBER 4, 2018

They are also providing a variety of ways to speed up the vetting of the data and development of new knowledge articles.). KM has awoken to a new reality; one where enterprises, not just their service organizations, are receptive to the concept of a single source of enterprise knowledge.

Management 72

Management Virtual Agent Gamification Technical Support 72

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. The partnership is already creating interest in the marketplace, with the companies currently collaborating on several projects. About Spitch.

Virtual Agent 52

Virtual Agent Self service Banking Chatbots 52

DMG Consulting

MARCH 30, 2021

View this article on the publisher’s website. A speedy transition was vital, and there was little time for niceties like making sure agents and other employees had a quiet place to work, high-speed bandwidth, a properly configured PC, or even a chair. Contact Centers’ Digital Transformation Has Only Begun.

Contact Center 79

Contact Center Real estate Self service Enterprise 79

Netomi

AUGUST 31, 2022

You’ll want to track and recognize your agents who have the lowest average handle time, highest first contact resolution, solve a large volume of tickets, deliver high CSAT and more. Ensure your agent desk platform allows you to drill down to specific agent performance, including both human and AI-powered virtual agents.

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. In this in-depth article, Reina G. Lampton look at the state of customer service in the digital age. According to a recent study conducted by Gartner Research, 15 percent of all customer service interactions will be handled entirely by AI by 2020 1.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Outsource Consultants

JANUARY 11, 2018

In a recent article , Shelby Faris takes in in-depth look at Interactive Voice Response (IVR) technology. She acknowledges that though IVR is a vital component of many companies’ customer service, it’s not without its faults. 4 Ways Companies Benefit from Using IVR Services. Need IVR services? We can help!

Interactive Voice Response 52

Interactive Voice Response outsourcing Virtual Agent Consulting 52

Creative Virtual

MAY 27, 2021

Recently I’ve come across some articles claiming customers, who are increasingly turning to digital channels, hate using chatbots and just want to talk to a human. Rachel F Freeman, a conversational AI expert, started working with chatbots and virtual agents in 2000.

Chatbots 59

Chatbots Virtual Agent Self service Technology 59

Lumoa

NOVEMBER 30, 2022

Well, this article will cover everything you need to know; from the benefits of the tech to the drawbacks, as well as several real-life use cases to inspire you. Another great idea to explore is offering a digital sales agent that is voice-enabled. This allows customers to track their inquiries on a self-service platform.

Customer Experience 78

Customer Experience Chatbots Virtual Agent Sales 78

DMG Consulting

SEPTEMBER 24, 2021

View this article on the publisher’s website. Companies need to be able to conduct business in an increasingly virtual and digital environment, as this is what their customers expect. The Transformational Value of Interaction Analytics. July 7, 2021 Donna Fluss.

Analytics 77

Analytics Enterprise Contact Center Quality management 77